Senior Manager Technical Support

Zebra Technologies Corp. Bentonville , AR 72716

Posted 3 weeks ago

Overview

At Zebra, we're reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before. A community of builders, doers and problem solvers, we each play an outstanding role - crafting new technologies, bringing solutions to market, and participate with Companies on the front line of business.

Joining Zebra means making your mark as we make digital transformation a reality.

It means growing into a leader at a leading company that makes a distinct difference - because together, we've only just begun. Build Today. Create Tomorrow. Join Zebra.

Leads the work of managers, supervisors and professionals engaged in resolving problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Supports the effective operation of the Technical Support Team.

This position is available in the Bentonville, Arkansas location.

Responsibilities

  • Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes

  • Establishes operational objectives and work plans and manages the activities and exercises full supervision of a large team or multiple smaller teams with responsibilities for driving results. Owns all talent acquisition to support the team's success

  • Works directly with business stakeholders to handle and resolve critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization. Acts as an escalation point to analyze and interpret customer concerns

  • Analyzes and reports metrics to identify key needs within the technical customer support organization to maintain the support provided

  • Establishes operational objectives provides direction to subordinate managers in the application of process, procedures, and troubleshooting /repair of complex instruments or testing equipment

  • Ensures resources maintain compliance with quality process and standards

  • Establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; reports trends, identifies urgent crises and recommends solutions to complex issues

  • Manages and champions trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions

  • Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters

  • Develops and executes strategy for process improvement and verification activities; develops and applies technical and quality improvement techniques

  • Demonstrates excellent customer service, communication and problem solving skills

Qualifications

Minimum Requirements:

  • Advanced Degree

  • Minimum 12 years' experience including minimum 2 years management experience

Preferred Requirements:

  • Background in technical support preferred

  • Fluent level of English (written and verbal) as well as local language as applicable

  • Advanced level skills in Microsoft business applications including Word, Excel and Outlook

  • Customer service values/orientation

  • Advanced knowledge of the region and/product lines supported

  • Strong leadership skills coupled with a desire and ability for continuous learning/self-development

  • Role model level professional work behaviors (attendance, teamwork, time management)

  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)

  • Intermediate to advanced presentation skills

  • Sound reasoning and decision-making ability; strong analytical skills

Join the herd!

Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com.

The EEO is the Law poster is available here: https://www.zebra.com/content/dam/zebra/compliance/eeoisthelawposter.pdf. The EEO is the Law poster supplement is available here: https://www.zebra.com/content/dam/zebra/compliance/ginasupplement.pdf.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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Senior Manager Technical Support

Zebra Technologies Corp.